We are very excited to take our new ticketing software live on 09/21. Once the kinks are worked out, this will be a much more comprehensive system with a smoother process for opening tickets and keeping you informed of the status of those tickets. It will also free up more of our technicians time to focus more on the actual service to you, so we expect it to decrease our response time as well. It seems that no software implementation goes off without a hitch, but we will be doing our very best to stay on top of any hiccups that emerge. Ultimately this is about ensuring you are getting better service so please keep us informed if you see any issues on your end with our new processes!